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Real-Time Operations Analyst
hace 2 meses
We are a Canadian privately-owned family company where entrepreneurial spirit and cherished family values come together. With 8 years of remarkable growth, our team has expanded to over 3500+ passionate and successful individuals across Canada, the US, Colombia, Mexico, Jamaica, India, Greece, and the Philippines.
Our achievements are grounded in an award-winning culture that fosters innovation and empowers every team member, earning us global recognition as a certified Great Place to Work.
Our PurposeWe strive to create the best human experience, ensuring the highest client satisfaction, and transforming clients' customers into loyal advocates for life.
Job SummaryWe are seeking a skilled Real-Time Operations Analyst to join our team. As a key member of our contact center operations team, you will be responsible for monitoring and managing real-time contact center activities, ensuring adherence to schedules, and maintaining optimal staffing levels.
You will analyze data to identify trends and areas for improvement, and provide recommendations to management for enhancing operational efficiency and customer experience.
Key Responsibilities- Monitor real-time contact center activities, including incoming call volumes, agent availability, service level metrics, and other key performance indicators (KPIs).
- Ensure that agents adhere to their assigned schedules, breaks, and other activities according to the predetermined workforce management plan.
- Manage service level performance, ensuring that the contact center meets its service level targets.
- Escalate issues to supervisors or managers and initiate emergency protocols to mitigate the impact and restore optimal service levels.
- Generate real-time and historical reports on contact center performance, including service level metrics, queue statistics, and other relevant KPIs.
- Workforce management experience: Prior experience in real-time analysis and workforce management within a contact center or customer service environment is typically required.
- Analytical skills: Ability to analyze and interpret data, identify trends, and make data-driven decisions.
- Strong communication skills: Excellent verbal and written communication skills to effectively communicate with contact center agents, managers, and other stakeholders.
- Problem-solving abilities: Proactive mindset and the ability to quickly identify and address operational challenges.
- Time management and organizational skills: Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment.
- Great salary
- Law Benefits
- Medical Expenses
- Life Insurance
